“Collaboration between chief information officers and customer experience officers is on the rise at some federal agencies, though CIOs still largely serve as advisers on CX projects.
The Department of Education‘s Office of Federal Student Aid established what it calls the Next Generation Program Office with members of its CIO shop to upgrade IT and improve CX simultaneously, said Wendy Bhagat, director of the product marketing and delivery group.
Still, programmatic teams lead the projects the CIO office advises on, and the CX team works more closely with contractors, Bhagat said…”
“Meanwhile, the U.S. Department of Agriculture has a CX office at the department level that partners with its CIO office on multiple enterprise IT initiatives in need of human-centered design.
But that doesn’t mean early collaboration hasn’t been ‘challenging,’ said Simchah Suveyke-Bogin, chief CX officer.
The CIO and CX team partnered on website modernization, which required analysis of how the public engages with USDA’s brand digitally. Looking across every USDA domain and website was a ‘big ask,’ Suveyke-Bogin said…” Read the full article here.
Source: CIOs are working with CXOs more, but still largely in an advisory role – By Dave Nyczepir, March 3, 2021. FedScoop.